SDGTW probe support for Service Now CS (Case Based)

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

We are trying to integrate SDGTW with ServiceNow Customer Service (CS) license version. This version differently from the  IT Service Management (ITSM) module, does only create CASES and not incidents. 

Does the SDGTW probe support this module of Service Now? 

Environment

• DX UIM 23.4.*
• sdgtw 2.35

 

Cause

Compatibility

Resolution

The sdgtw peobe only supports opening incidents, and not cases. 

An alternative could be explored by using the messagegtw probe Message Gateway.  Messagegtw can publish alarms to an external application using webhooks